Death claims woes

My grandmother passed away two weeks ago. I am the beneficiary of her Whole Life Policy. It has been nothing but hell the past two weeks trying to fulfil all of Momentum's demands for paperwork to get the claims process gong. I have now submitted and resubmitted the same documentation SEVEN TIMES. The last time, they demanded I submit a form I had to print out, sign, and scan in in PDF format. How am I supposed to do that? I can print an image to a PDF (which is what I did), but how am I supposed to turn it back into a real PDF? I don't have specialised software for that purpose. I think this is a deliberate attempt at stalling the claim because it gives them pleasure to make the bereathed suffer just that little bit extra. I thank GOD I don't have any policies with them because I would HATE for my family to have to deal with such psychopathy when I'm gone.